Successful Customer Strategy Focus #4:

Customer Advocacy

Is your business generating new customers more economically through high volume customer referral?

How Do You Score?

Score yourself from 1-10, 10 being "have in place and use almost daily," and 1 being "do not have at all," on these Customer Advocacy Best Practices.

Businesses with a Successful Customer Advocacy Strategy:

1. Have a stable, financially-viable customer referral program
2. Have documented procedures and processes for engaging customers in the referral program
3. Actively market and incentivize existing customers to participate in the referral program
4. Partner with customers to help them be open advocates of the company and the brand
5. Have a culture that fosters customer partnership to increase their loyalty and propensity for advocacy
6. Consistently monitor and measure the referral program's impact and effectiveness
7. Create a social environment that fosters brand advocacy
8. Collaborate with internal service delivery teams to brainstorm new customer advocacy programs and create new referral incentives
9. Have an internal feedback system that distributes customer advocacy activities throughout the organization for team education and engagement
10. Are constantly seeking new ways to enhance the personal aspects of each referral engagement

 < Focus #3: Customer Experience